A young entrepreneur from a wealthy neighborhood would receive detailed guidance about business documentation.
Another applicant from a working-class neighborhood might be handed a website address and dismissed.
Sofia had raised concerns once.
Keller told her she was too inexperienced to understand the difference between customer service and profitability.
When she pressed the issue, he warned that her next performance review would depend on whether she followed management instructions.
She stopped arguing.
But she began writing down what she witnessed.
Not confidential account numbers or customer details she had no right to remove.
Only dates, instructions, policy discrepancies, and the names of supervisors who made the decisions.
She wanted a record in case someone eventually asked why the branch treated people differently.
Now Keller stood at the front of the conference room speaking about the executive visit.
"I want the lobby looking exceptional," he said. "No unnecessary delays, no difficult walk-ins, and no low-value account discussions distracting the private bankers."
Sofia lifted her head.
A senior teller named Patrick Dunn nodded.
The assistant operations manager, Cynthia Price, smiled.
Keller continued.
"If somebody comes in wanting a basic account and they don't meet our preferred relationship profile, send them to online banking. We have more important things to do today."
Sofia hesitated.
Then asked, "What if they have all the documents required under the standard account policy?"
Keller looked at her.
For several seconds, the room was quiet.
Then he smiled.
"Miss Morales, are you planning to lecture us about policy again?"
Her face warmed.
"No, sir."
"Good."
He looked around.
"Remember, this is our flagship branch. We don't have to operate like a neighborhood check-cashing counter."
Several employees laughed nervously.
Sofia lowered her eyes.
She didn't laugh.
And less than ninety minutes later, she would watch the same manager publicly humiliate the woman whose signature appeared on the company's most recent executive appointment notice.
Amelia arrived at 8:38.
Her driver had offered to take her directly to the private parking entrance, but she declined.
"Drop me near the corner."
The driver looked through the windshield at the enormous marble building.
"Are you sure?"
She smiled.
"Perfectly."
He stopped beside the curb.
Amelia stepped onto the sidewalk, adjusted her handbag, and walked toward the bank.
The morning was bright and cool.
Office workers hurried past with coffee cups.
A delivery truck stopped near the neighboring building.
And sunlight reflected from the glass towers rising above the Chicago River.
Amelia paused beneath the bank's entrance.